444 Technical Support jobs in Manama

We are seeking two experienced Technical Support Technicians to provide comprehensive IT support services for a prominent educational institution in Bahrain. The role will involve on-site technical support for faculty, staff, and student facilities, ensuring all devices and IT infrastructure are fully operational and secure. This position requires skilled problem-solvers with a proactive approach to troubleshooting, maintenance, and support.

Key Responsibilities:

• Diagnose and resolve issues with PCs, printers, projectors, smart screens, and other user devices across the institution.
• Install, update, and configure software, drivers, and operating systems on all devices, including student labs, ensuring compatibility with institutional applications.
• Assist with setup and troubleshooting for network connectivity on devices used by staff and students, ensuring seamless access across campus.
• Perform regular maintenance on PCs, printers, projectors, and other IT equipment, prioritizing equipment in classrooms and labs.
• Install antivirus software, perform system updates, and educate users on secure practices for device protection.
• Set up and maintain technical equipment for lectures, presentations, and events to ensure smooth operation.
• Track and manage IT assets, including maintenance logs, repairs, and replacements for university equipment.
• Maintain detailed records of support activities, solutions, and recommendations for infrastructure improvements.

Qualifications:

• Minimum of a diploma in Information Technology or a related field.
• 3 to 5 years of experience in IT technical support or a similar role, with a strong background in troubleshooting hardware and software issues.
• Certifications such as A+, Network+, or ITIL are highly advantageous and will contribute positively to the selection process.

Technical Skills:

• Proficiency with IT infrastructure, including PCs, printers, projectors, and smart screens.
• Strong understanding of network setup and device connectivity troubleshooting.

Soft Skills:

• Excellent communication skills, with the ability to explain technical information clearly to non-technical users.
• Strong problem-solving abilities and a proactive approach to addressing technical issues.
• Ability to work both independently and within a team environment.

Additional Requirements:

• This is a fully on-site role; remote work is not permitted.
• Applicants should currently reside in Bahrain, as this is an immediate requirement.

• Provide timely and effective technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues, identifying root causes.
• Guide users through step-by-step solutions to resolve technical problems.
• Document all support interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex issues to senior support staff or development teams when necessary.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to the product and engineering teams.
• Assist with user onboarding and training on product features and functionalities.
• Maintain a high level of customer satisfaction through professional and empathetic interactions.
• Stay up-to-date with product updates, new features, and common technical challenges.

• Proven experience in a technical support or helpdesk role, preferably in a software environment.
• Strong understanding of computer hardware, operating systems (Windows, macOS), and network troubleshooting.
• Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent analytical and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Customer-centric attitude with a passion for helping others.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Experience supporting SaaS products is a plus.
• Ability to work independently and collaboratively within a remote team structure.

• Providing first-level and second-level technical support to users via phone, email, and remote access tools.
• Diagnosing and resolving hardware, software, and network-related incidents and requests.
• Installing, configuring, and upgrading computer hardware and software.
• Setting up and maintaining user accounts and permissions.
• Troubleshooting and repairing a range of IT equipment.
• Documenting all support requests, troubleshooting steps, and resolutions in the ticketing system.
• Assisting with IT asset management and inventory control.
• Providing guidance and training to users on IT best practices and system usage.
• Escalating complex issues to senior IT staff or external vendors as needed.
• Contributing to the development of IT support knowledge base and documentation.
• Participating in IT projects and initiatives as required.
• Ensuring timely and effective resolution of all support tickets to maintain high customer satisfaction.

• Associate's degree or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Proven experience in technical support or a similar IT helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux).
• Experience with hardware and software troubleshooting.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and diagnostic skills.
• Outstanding customer service and communication abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Experience with IT support ticketing systems (e.g., Zendesk, ServiceNow).
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

• Lead, mentor, and manage a team of remote technical support specialists, fostering a positive and productive work environment.
• Develop and implement efficient workflows and procedures for incident management, problem resolution, and customer inquiries.
• Oversee the day-to-day operations of the helpdesk, ensuring service level agreements (SLAs) are met and exceeded.
• Provide Tier 3 technical support, troubleshooting and resolving complex software and hardware issues escalated by the support team.
• Serve as the primary point of contact for critical customer issues, ensuring timely and satisfactory resolutions.
• Develop and maintain a comprehensive knowledge base of technical documentation, troubleshooting guides, and FAQs.
• Analyze support metrics and trends to identify areas for improvement in service delivery and product performance.
• Collaborate with development and quality assurance teams to report bugs, provide feedback, and contribute to product enhancements.
• Train new support staff on company products, support tools, and customer service best practices.
• Ensure adherence to company policies and procedures, including data security and privacy protocols.
• Proactively identify opportunities to improve customer experience and streamline support processes.
• Communicate effectively with customers, providing clear and concise updates on issue status and resolutions.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
• Proven expertise in troubleshooting complex software applications, operating systems, and network issues.
• Strong understanding of ITIL best practices and service desk management.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in using helpdesk software and CRM systems (e.g., Zendesk, ServiceNow, Salesforce).
• Ability to manage multiple priorities, work under pressure, and make sound decisions in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Commitment to providing exceptional customer service.
• Experience working in a fully remote team setting is highly advantageous.

• Lead, train, and mentor a team of technical support specialists.
• Oversee the day-to-day operations of the customer support function.
• Manage incoming support requests and ensure timely and effective resolution of customer issues.
• Troubleshoot and diagnose complex technical problems related to software and hardware.
• Develop and implement support processes and procedures to improve efficiency and customer satisfaction.
• Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
• Escalate critical issues to appropriate departments and follow up on resolutions.
• Monitor support metrics and performance indicators to identify areas for improvement.
• Gather customer feedback and communicate insights to product and engineering teams.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer service.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
• Proven experience in troubleshooting software, hardware, and network issues.
• Strong understanding of operating systems, databases, and IT infrastructure.
• Excellent communication, interpersonal, and customer service skills.
• Demonstrated leadership and team management abilities.
• Proficiency in helpdesk software and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.
• ITIL certification or similar framework knowledge is a plus.